Team Management
Kaanha AI supports a 4-tier role system for team access control.Roles
| Role | Who It’s For | Capabilities |
|---|---|---|
| OWNER | Business owner | Full access — all settings, billing, delete org |
| ADMIN | Team lead / manager | All features except billing and org deletion |
| AGENT | Support agent | Chat, contacts, quick replies only |
| VIEWER | Read-only stakeholder | View dashboards and reports only |
Role Permission Matrix
| Feature | VIEWER | AGENT | ADMIN | OWNER |
|---|---|---|---|---|
| Dashboard | ✅ | ✅ | ✅ | ✅ |
| Chat (read) | ✅ | ✅ | ✅ | ✅ |
| Send messages | ❌ | ✅ | ✅ | ✅ |
| Manage contacts | ❌ | ✅ | ✅ | ✅ |
| Templates & Broadcasts | ❌ | ❌ | ✅ | ✅ |
| AI Agents & Flow Bots | ❌ | ❌ | ✅ | ✅ |
| Analytics | ❌ | ❌ | ✅ | ✅ |
| Team management | ❌ | ❌ | ✅ | ✅ |
| Billing & subscription | ❌ | ❌ | ❌ | ✅ |
| WhatsApp credentials | ❌ | ❌ | ✅ | ✅ |
| White-label settings | ❌ | ❌ | ❌ | ✅ |
| Delete organization | ❌ | ❌ | ❌ | ✅ |
Inviting Team Members
- Go to Settings → Team
- Click Invite Member
- Enter email, name, and select a role
- Click Send Invite
Plan limits apply: Growth plan allows 5 team members; Pro allows unlimited. Attempting to invite beyond your plan limit returns an error.
Changing Roles
- Go to Settings → Team
- Find the team member
- Click the role badge → select a new role from the dropdown
- Changes take effect immediately
You cannot downgrade the last OWNER. There must always be at least one OWNER in the organization.
Removing Team Members
- Go to Settings → Team
- Find the team member
- Click the … menu → Remove
- Confirm in the dialog
Round-Robin Assignment
When a new conversation arrives with no AI/bot handling it, Kaanha AI automatically assigns it to the agent with the fewest active conversations:- Only users with role AGENT or above are eligible
- Assignment is by least-loaded strategy (not simple round-robin)
- You can manually reassign in the chat header
Conversation Assignment
In the Chat view, conversations show the assigned agent’s name. To reassign:- Open the conversation
- Click the agent name in the header
- Select a different team member
Agent Performance
View per-agent stats at Analytics → Agent Performance:| Metric | Description |
|---|---|
| Total conversations | Assigned conversations this period |
| Resolved | Conversations closed by this agent |
| Avg first response | Time from assignment to first reply |
| Avg resolution time | Time from open to resolved |
| CSAT score | Average customer satisfaction rating |
SLA Policies
Set response time targets for your team:- Go to Settings → SLA
- Click Create SLA Policy
- Set:
- First Response Target: Time to first agent reply (default: 30 minutes)
- Resolution Target: Time to close conversation (default: 24 hours)
- Activate the policy